I attended an Affordability Summit recently, and creditors and credit professionals got together to talk about the strain consumers had with rising costs, things that aren't just squeezing financially struggling people, but also harming middle class folks with decent incomes, causing them to have rising expenses that they would struggle to meet and still live within their means – and I had questions. Questions about how to actually educate people under financial strain. Questions about new government initiatives and how I could help. And the event organizer said “I’m not surprised you have questions”. He knew what I was going to ask – and that’s awesome.
I came out of that summit with a half-dozen new contacts and
several ways we could give back to the community and consumers who we touch the
lives of. I did not come out with new clients, or new business, and I didn't go for that -- it was a great day and time well spent.
I’m a big believer in social
karma and business karma, and I’ve spoken at government learning days, high
schools, and business conferences about helping others without expecting a
transactional return. It helps me feel
good about running a company where I can use it as a platform to try to make
people’s lives better – even the folks we are contacting about collection
matters.
But more importantly, people outside our company know that’s
what we stand for.
Remember when Google’s motto was ‘Don’t Be Evil?’ Remember the blow-back when they walked back
that motto?
We have a series of ‘company commandments’ hanging in each
of our offices, and the first rule is ‘Do No Evil’. Treat people like they should be treated, and
even if they are in collections don’t take away their dignity. Treat your co-workers decently, and don’t
microwave fish in the office. Make the
world a better place. Show compassion,
and offer to help above and beyond, and never say ‘I don’t have time’ or ‘that’s
not my job’.
That sign hanging in our office is one of the keystones,
that helps us keep staff 12+ years with our company, makes them feel good about
what they do, and helps us hold each other to a high standard.
Make your work place a space where people feel they are
making a difference, and can make someone’s day better. It matters inside your company, and it
matters to the people you are helping outside your company. Make sure it’s reflected in how people speak
about you – not just client testimonials, but how do consumers feel when you interact
with them? What do they say about your
company when you aren’t in the room?
Hopefully, it’s that we ‘Do No Evil’. Seems to be working so far …
Want to chat about making consumer lives better in a
difficult world with rising costs? I’d
be interested in talking.
Thanks,
Blair DeMarco-Wettlaufer
KINGSTON Data & Credit
226-946-1730
blair@receivableaccounts.com
